Flappy Casino - Pelaajan tili suljettiin yhtäkkiä Flappy Casinolla.

I have registered at flappycasino on 29.02.2024 Played 1100 EUR and wanted to have more fun next day, to my surprise my account was blocked without any reasons. Support doesnt respond, and they ignore my emails. I did not breach any T&C, my account was registered for less than 24 hours and they even issued me a loyalty bonus. I think it’s fraud and they just took my money and block account without any reasons. If i wasn't allowed to play with them, why they even let me registered?

This is full fraud and I would like to claim back my deposits of 1100€ 

Dear itskiwii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if any documents to verify your identity were requested?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• How much was your active balance at the time of the account closure?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

I want to add a bit more information when tried to register I had message "user is blocked" 

But in the end I could register and could make deposits, which got me into thinking that everything is fine. 

But then my account was closed, without any explanations

So why they even let me play in the first place if they knew from the start that I couldn’t play on their site? 

Correct, to get my deposits 

That why I want them back. This is fraud 

Answering on your questions

1) No, but I uploaded them just to make sure if I had a withdrawal.

2) Mostly slots, and a bit of live casino

3) No bonuses

4) I can’t really remember and they don’t provide any information, in the end I just want my deposits back

Thank you very much, itskiwii, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello itskiwii,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Flappy Casino,

Could you possibly provide additional information regarding the closed account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal and CasinoGuru team,

on behalf of Flappy Casino, we appreciate your invitation to present our perspective on the matter and address the concerns raised in this case.

We want to emphasize that the game account has been closed without any outstanding balance or pending withdrawals associated with the account. 

The player was informed via email and referred to the relevant T&C. 

Following the closure, the player expressed a desire for a refund of their already played down deposits, which we were unable to fulfil in accordance with our policies. This decision was communicated to the player via email correspondence once again. 

We hope this explanation sheds light on our stance regarding this matter. At Flappy Casino, we are committed to upholding fair play and ensuring compliance with our policies at all times.

Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.

Best regards,

Flappy Casino Team

Hello!

First of all I did not breach any T&C to get my account blocked.

I did not claim any bonuses, I did not have duplicate accounts etc.

As I mentioned earlier, when I tried to register I had a message "user is blocked"

Which is clearly made for players, that cant play in your casino, but you still let me play and when blocked within 24 hours when I played my deposits already.

Besides that, you never reply to any of my emails, neither my messages in chat, if you did nothing wrong why can't reply?

Please also provide all of my account information according to GDPR

Looking forward to your reply.

Dear itskiwii,

Could you comment on the fact that your deposits have been all played down and your account had no remaining funds on it?

Hello!

No, my balance was approximately 0,06, so there are funds in there.

But overall this is not about my balance at the moment.

Dear Flappy Casino,

Could you explain what exactly the player did that resulted in his account being closed the next day after registration? That would help us understand what exactly is the problem in this case

Dear Michal and CasinoGuru team,

We want to kindly emphasize once again to the fact that the game account has been closed without any outstanding balance or pending withdrawals associated with the account. The 0.06 EUR is not an active balance as it is not a refundable amount.

The player was informed via email and referred to the relevant T&C:

14.5. Flappy in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account. In the event of any such termination by us we shall as soon as reasonably practicable following a request by You, refund the balance of Your Account.

Following the closure, the player expressed a desire for a refund of their already played down deposits, which we were unable to fulfil in accordance with our policies. This decision was communicated to the player via email correspondence once again. 

We consider the case to be closed from our side as we have already notified the player previously.

We will not refund deposits that have been already played down by the player.

Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.

Best regards,

Flappy Casino Team

Hello!

I would like to remind that flappy still ignoring most of my message

"I want to add a bit more information when tried to register I had message "user is blocked" 

But in the end I could register and could make deposits, which got me into thinking that everything is fine. 

But then my account was closed, without any explanations

So why they even let me play in the first place if they knew from the start that I couldn’t play on their site? "

Besides that, they still ignoring my email even thought I asked them to provide my account information according to GDPR.

Dear itskiwii,

It is the casino's right to close a player's account at any time without any reason, and since you have played down all of your deposits, there is no money to be refunded to you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.